4PL Customer Service Team Leader

• Lead and Manage the SCO teams to focus on the key Customer Service Drivers:

• Easy to Do Business with

  Timely Delivery of Documents;

  Pro-Active Notification;

  Exception Management;

  Efficient claim handling

  Ensure service delivery alignment with agreed client SLAs.

• Drive understanding of contracts terms and conditions and charge structures to ensure Maersk 4PL a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.

• Implementation of new customers into the CSO; ensure proper SOPs/IOPs are established and managed through any related hyper-care.

• Monitor record and report the performance of CS teams with suitable recommendations on: Service delivery wins & Service failures.

• Work with the KCMs/ Commercial team to establish and strengthen customer relationships.

Build Strong Customer Relationships:

• Regular review with the Global and regional account managers to identify the list of critical customers and review customer service on a Monthly basis.

• Act as a Client Relationship Manager responsible for Client Retention- Set up a calling pattern with critical customers & engaging with them to build strong relationships identifying and suggesting value added services as appropriate.

Stakeholder Management:

• Act as an escalation point of contact for customers internal stakeholders such as KCM/ GPD/RPM and other CoE/CS offices for urgency cases or issue resolutions which are over scope of CS Team Leader.

• Ensure strong and effective communication to Regional/Area Management and Commercial team on market / customer updates / issues & service requests.

• Lead and manager CS team to collaborate with internal stakeholders not restricted to Procurement/ Customer Service/ Operations/ Products teams to identify areas of cost savings/ process optimization/ improvements.

People Development:

• Manage team boundaries and allocate resources between teams for an effective workload balance and to optimize resources.

• Set clear objectives and guide team to achieve targets and performance standards.

  Develop a robust succession plan and ensure people growth.

  Ensure coaching and best practice sharing across the CoE teams.

  Responsible for employee engagement.

  Lead the team to achieve best-in-class Centre of Excellence.

Information Systems:

• Manage the operating of Customer Advisory System in CS teams and to oversee the creation and issue of customer advisory notices to Commercial Offices and to customers.

• Customer Satisfaction and Service Quality Benchmarking and Improvement Program in line with Maersk Global Policy and Processes.

• Reporting and Performance Management Overview for Teams under his or her management and to Benchmark / Drive Performance vs Agreed Performance Standards.

We are looking for:

• 7 Years of experience in senior leadership role

• 5 Years of operational knowledge in logistics preferably 4PL products

• Excellent communication skills and the ability to communicate confidently

• Well organized when working under pressure

• Familiarity with Maersk Policies and Corporate Values or similar environment with proven track record

• Degree educated preferably in Business Logistics with high Finance sensitivity and risk mitigating attitude.

• Ability to work in a matrix organization and influence decision makers.

• Proven and sustained track record of delivery with focus on driving results through others.

• Experience of working with wide variety of complex operational and commercial challenges.

• Exposure and understanding of Business Improvement / Lean tools.

• Maersk internal policies & processes: e.g. Product Management / Procurement / Trade Lane Management/ Pricing / Quotation / Booking Management etc.

• Customer-facing and interaction skills with high-level of customer orientation

• Good planning skills and the ability to work under pressure to deadline

• People Development

• Strong people management skills ability to attract and retain talent in the organization

• Ability to develop a robust succession plan and ensure people growth

Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law.
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